Assistant Customer Service Manager

Job Summary

• Responsible for a thorough knowledge of the Mall’s services, amenities/facilities, store location and promotional activities ongoing and coming soon activities.
• Overseeing the daily smooth running of all customer service counters such as Customer Lounge, MBE drop off points, personal shoppers’ platforms, etc.
• To assist Marketing Manager in providing relevant trainings to all Customer Relations Specialist.
• Ensuring all policies, rules and regulations as set in the Tenants Handbook are adhered to.
• To assist Marketing Manager in compiling all customer data and identifying customer service expectation trends to determine system and customer service quality improvements.
• Ensure the Customer Service team delivers the best quality of service that satisfied all customers’ shopping experience.

Duties and Responsibility

• Handling incoming calls and enquiries from customers with demonstration of excellent customer service skills to meet and exceed customers’ expectations.
• Follow up and resolve customers complains and ensure it is close to satisfaction for the customers.
• Work closely with team members and leaders at all times to achieve quality customer service results and productivity.
• Ensure efficient escalation of priority request/feedback towards effective resolution.
• Lead the customer services team to deliver the best quality of service that ease the customers shopping experience and make Design Village one of the destination outlet malls to visit.
• Conduct mall survey and evaluate NPI.
• Handling personal shopper services and MBE services.
• Participate in ad hoc projects as required to create enjoyable customers shopping experience.
• Proactively identify areas of service and procedural improvement needed and make recommendations to the management.
• Upsell and cross- sell skills with ability to provide alternate solutions and suggestions.
• Conduct surveys to measure the performance of the customer service team and collecting data to identify potential services that the mall can provide to ease the customer shopping experience.
• Identify potential team members for succession planning.
• Assumed other responsibilities as assigned or instructed by the Company as and when required.
• To provide Personal Shopper, MBE and any other services that ease the customers shopping experience resulting happy and satisfied customers.

Position Requirements

• Qualifications: Degree in Mass Communication, Business Administration or customer service-related fields.
• Experience: Minimum 3 year of working experience in Customer Service / Public Relation field within retail, hotel and / or service sectors.
• Skills / Competencies:

a. Strong communication and interpersonal skills.

b. Leadership skills.

c. Ability to speak in English, Bahasa Malaysia, Mandarin and others languages will add advantages.

d. Excellent knowledge of Microsoft Office.